Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Medium business, Customer service manager here...Zendesk helps us coordinate issues/time!
What do you like best about the product?
It allows us to coordinate departments and team members, quickly identify issues and resolve them, and save a whole lot of time in between. Not everyone is located in the office, but this software makes it feel like we are!
What do you dislike about the product?
I've been using it for three years now and haven't found a serious flaw.
What problems is the product solving and how is that benefiting you?
Our main focus was IT support, but we have been using it to coordinate reported issues and help identify problem processes more now.
Great Call Tracking Software!
What do you like best about the product?
The ability to log every call! User determined field, the ability to create macros!
What do you dislike about the product?
Sometimes calls are not logged, duplicate tickets at times, and sometimes it is slow to update but I think that is more of a connection issue
What problems is the product solving and how is that benefiting you?
Logging calls, searching for customer call history.
Recommendations to others considering the product:
It is great and very user friendly
Great!
What do you like best about the product?
Clean graphical user interface and easy to use.
What do you dislike about the product?
Nothing in particular. I would recommend this product to a colleague.
What problems is the product solving and how is that benefiting you?
IT help desk issues.
Great tool for managing medium level help desks
What do you like best about the product?
How easy it is to use. To use the basics you dont need to have any real training.
What do you dislike about the product?
If your organization deals with a LOT of tickets & you oversee the tickets it can be somewhat of a slog to click through the screens of tickets. Also, the search feature when you aren't quite sure of the contact can be a pain.
What problems is the product solving and how is that benefiting you?
Customers send help desk tickets or requests to change accounts to our Zendesk and Zendesk allows us to manage the tickets smoothly
Recommendations to others considering the product:
Give it a try we have found it to be a great tool
Zendesk Support has always worked for me!
What do you like best about the product?
It is very simple to write and respond to tickets in the system. Nice layout that is easy to navigate within. I was recently married and it was super easy for me to change my name in the profile.
What do you dislike about the product?
It has always worked well for me, I really don't have any complaints.
What problems is the product solving and how is that benefiting you?
I am working on report writing tickets. We use the tickets to help trouble shoot why the system isn't working or request updated work. It is a very clean and effective way to communicate. It tracks all pieces of the ticket and with the ticket number you can reference back what work was done in a particular area. Often emails get bogged down and information is lost, not with this system.
Recommendations to others considering the product:
If you are looking for a ticketing system, this is a great option. This is a way to manage workflow, completion of tasks, and communication. My favorite part is having the ticket number trail to always know what was accomplished or what needs more work without the email trail. The only emails are the emails to alert you that a ticket has some update, which is also helpful as I don't have to wonder when work was done.
Zendesk
What do you like best about the product?
I haven't experienced any glitches with the system so it runs very well.
What do you dislike about the product?
I have not encountered anything that presents a problem
What problems is the product solving and how is that benefiting you?
Organizing reports for customers
Recommendations to others considering the product:
Follow directions given, very self-explanatory
Zendesk is user friendly
What do you like best about the product?
I like that they have updated it and it is easier to use to communicate with customers.
What do you dislike about the product?
I don't like that it freezes from time to time.
What problems is the product solving and how is that benefiting you?
We are answering emails from customer with zendesk.
Recommendations to others considering the product:
There are times when customers do not get my reply. It would be nice if they always got the email.
Best suited for developers as just an e-mail is needed and L1 team take care of rest
What do you like best about the product?
The best part is that minimal time is spent for logging the issue or enhancements
What do you dislike about the product?
Nothing specific, however I am not sure if it has the option to define the SLA and ticket will be highlighted if the SLA is about to be breached
What problems is the product solving and how is that benefiting you?
Logging issues or enhancements
Effective ticketing system
What do you like best about the product?
I love the ability to track and gather data from tickets submitted
What do you dislike about the product?
Not aesthetically pleasing, and text isn't always clean and easy to read
What problems is the product solving and how is that benefiting you?
Issue awareness, ticketing, solutions, tracking
An uncomplicated chat product
What do you like best about the product?
Very easy to use. Do not need to do too much training with employees. Also canned responses are helpful.
What do you dislike about the product?
It's not an all inclusive solution. They charge for additional features.
What problems is the product solving and how is that benefiting you?
Cuts down on phone calls and emails. Easier to help them right away via chat.
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